Customer Success Manager

Itron•Chicago, IL

39d•Hybrid

About The Position

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us. Reporting to the Director of Customer Success, the Customer Success Manager (CSM) nurtures, guides, and grows relationships within a portfolio of utility customers and their contractor networks. In this role, you will bring our innovative utilities and energy technology solutions to life for customers—ensuring they feel supported, heard, and empowered to achieve meaningful outcomes. You will be a trusted, customer‑centric partner throughout the customer journey, helping each customer realize—and ideally exceed—the value drivers and KPIs identified across their lifecycle. You will work collaboratively across teams, showing up as an authentic, accountable, agile, and innovative teammate who cares deeply about long‑term success and shared impact.

Requirements

5+ years of experience supporting large enterprise customers in Customer Success, Account Management, or a related customer‑facing role.
Strong understanding of SaaS and Customer Success practices, including customer lifecycle management, adoption, renewals, and value realization.
Proven experience partnering with executive‑level stakeholders, guiding them through complex projects with clarity, empathy, and steady leadership.
Strategic and thoughtful problem‑solver with strong analytical skills and the ability to consider multiple perspectives when making decisions.
Excellent communication and interpersonal skills, with the ability to listen deeply, build trust, and adapt your style to diverse audiences—both internally and externally.
Experience in the Utility, Energy, or related infrastructure industry is appreciated and helpful in understanding customer context.
Ability to work both independently and collaboratively, seeking input from others, sharing information openly, and taking accountability for outcomes.
Genuine curiosity, integrity, and a passion for being customer‑centric, authentic, accountable, agile, collaborative, and innovative in your approach.

Nice To Haves

Experience working with customers in the Utilities, Energy, or field operations space, especially within complex or regulated environments.
Familiarity with field operations technology, digital construction management, or data‑driven operational workflows used by utilities and their contractors.
Background supporting global or highly matrixed organizations, with comfort coordinating across time zones and functional areas.
Experience working with technical platforms or products in a fast-paced, innovative technology environment, partnering closely with Product and Engineering teams.
Demonstrated ability to influence without authority, inviting collaboration and building consensus to move shared initiatives forward.

Responsibilities

Nurture a portfolio of enterprise utility customers by building warm, trusted, and long-term partnerships that support renewals, measurable value outcomes, and sustainable growth.
Partner with complex, matrixed organizations to thoughtfully identify key stakeholders, understand their perspectives, and build strong, collaborative relationships that deepen customer commitment.
Co‑create Success & Engagement Plans that reflect each customer’s unique goals, priorities, and constraints, ensuring plans feel realistic, inclusive, and aligned with shared success measures.
Facilitate customer‑facing engagements—including Quarterly Business Reviews, best-practice workshops, executive briefings, and regular check-ins—creating welcoming spaces for open conversation, feedback, and joint problem‑solving.
Proactively surface and address risks to renewals, long-term relationships, or successful outcomes with a calm, solutions‑oriented, and accountable approach, engaging the right partners early.
Serve as a caring, reliable primary point of contact and escalation path for customers, ensuring timely, transparent communication and empathetic resolution of issues.
Monitor customer health and value realization using usage data, satisfaction metrics, feedback channels, and NPS results, and then thoughtfully translate insights into actionable next steps.
Share clear, regular account updates with internal stakeholders, promoting transparency and alignment while inviting input from cross‑functional partners.
Advocate for the customer’s voice across Development, Product Management, Professional Services, Sales, Marketing, and Support, fostering a collaborative culture that is truly customer‑centric and innovative.
Host regular remote and in‑person meetings to actively listen, understand evolving business requirements, and gently uncover opportunities for additional value and growth.
Support the creation of onboarding, education, and enablement materials that help customers and internal teams feel confident, included, and equipped to adopt our solutions.
In this role, you will model our values by being customer‑centric, authentic, accountable, agile, collaborative, and innovative in your daily work.